Technical Support Representative II | REMOTE
工作设置：远程 - 菲律宾开始日期：尽快时间表：必须灵活，包括夜班设备：BYOD 技术支持代表 II 负责为客户提供先进的技术支持。该职位将使用技术知识识别和解决问题，并为客户提供的及时有效解决方案。此外，这项职位将提供优秀的客户服务以确保客户满意度和忠诚度。技术支持代表的生活的一天是什么样子？· 提供技术支持给那些在产品或服务中遇到技术问题的客户，同时为客户提供优质的服务。·识别和解决先进的技术问题，并为客户提供的及时有效解决方案。·以清晰而简洁的方式向非技术客户沟通技术解决方案。•根据需要，将复杂的问题扩大至高级团队成员。·记录客户互动和技术问题在客户关系管理 (CRM) 系统中的客户互操作。·基于客户反和技术问题提供对产品改进和增强的反。·通过参加培训课程和持续学习模块不断提高产品，服务和流程的知识 · 根据需要与其他部门合作解决客户问题 · 对客户和同事保持积极，有同情心和专业态度在任何时候 · 遵守公司政策和程序 · 达到或超越相关 KP 的绩效目标 · 履行其它任务技术支持代表所需的资格是什么？· 在呼叫中心环境中最少2年的技术支持或相等经验；· 技术上的高级知识解决硬件，软件和/或系统问题 · 批判性思维技能 · 使用计算机应用程序和软件的熟练能力 · 在 CRM 使用经验中优先获得忍者优惠及福利 *全职员工 ·竞争力补偿 · 遵守政府授权的福利 · 与公司相匹配的退休节约计划 · 生活保险 · HMO 第一天 · 有薪放假，生日假期 ·奖励和激励计划 · 技能培养机会
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Work Setup:Remote - Philippines
Start Date: ASAP
Schedule:Must be flexible, including night shift
Equipment: BYOD
The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.
What does a day in the life of a Technical Support Representative look like?
- Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
- Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
- Communicate technical solutions to non-technical customers in a clear and concise manner
- Escalate complex issues to higher-level team members as necessary
- Document customer interactions and technical issues in a customer relationship management (CRM) system
- Provide feedback on product improvements and enhancements based on customer feedback and technical issues
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed to resolve customer issues
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KP’s
- Perform other duties as assigned
What are the required qualifications for a Technical Support Representative ?
- Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
- Strong communication skills, both verbal and written
- Advanced technical troubleshooting knowledge in hardware, software, and/or systems
- Critical thinking skills
- Proficiency in using computer applications and software
- Experience using a CRM preferred
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
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Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Originally posted on Himalayas